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Analisis Persepsi Terhadap Service Delivery Dengan Kerangka Kerja ITIL Versi 3 Di Kementrian Ministerio

Da Justiça Dili Timor Leste

Tesis

oleh Edio da Costa

972010901

Program Studi Magister Sistem Informasi Fakultas Teknologi Informasi

Universitas Kristen Satya Wacana Salatiga

April 2012

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Kata Pengantar

Puji dan syukur kepada Tuhan Yang Maha Kuasa atas

berkat dan bimbingan-Nya penulis dapat menyelesaikan tesis yang

berjudul “Analisis Persepsi Terhadap Service Delivery Dengan

Kerangka Kerja ITIL Versi 3 Di Kementrian Ministerio Da

Justiça Dili Timor Leste”. Tesis ini merupakan salah satu syarat

untuk menyelesaikan Program Studi Magister Sistem Informasi,

Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana

Salatiga.

Dalam penulisan tesis ini tentunya tidak terlepas dari

bantuan pihak, baik bersifat material maupun spiritual. Oleh

karena itu, penulis ingin mangucapkan banyak terima kasih

kepada :

1. Andeka Rocky Tanaamah, SE., M.Cs., selaku Dekan Fakultas

Teknologi Informasi, Universitas Kristen Satya Wacana.

2. Prof. Dr. Ir. Eko Sediyono, M.Kom., selaku Ketua Program

Studi Magister Sistem Informasi, Fakultas Teknologi

Informasi, Universitas Kristen Satya Wacana dan dosen

pembimbing 1. 3. Marwata, Ph.D., Akt. selaku dosen pembimbing 2.

4. Seluruh Staf Pengajar Program Studi Magister Sistem

Informasi, Fakultas Teknologi Informasi, Universitas Kristen

Satya Wacana.

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5. Gaspar de Araújo, selaku Direktur Divisi Nasional Teknologi

Informasi Ministerio da Justiça Dili Timor Leste beserta

seluruh stafnya.

6. Keluarga besar orang tua dan adik-adik di Timor Leste yang

telah memberikan semangat dan dukungan dalam doa.

7. Rekan-rekan mahasiswa seangkatan Program Studi Magister

Sistem Informasi Fakultas Teknologi Informasi, Universitas

Kristen Satya Wacana Salatiga, yang telah banyak

memberikan masukan untuk tesis ini.

Penulis menyadari bahwa penulisan tesis ini masih banyak

kekurangan. Oleh karena itu, penulis menerima kritik dan saran

yang membangun demi sempurnanya laporan tesis ini. Akhir kata,

penulis berharap agar tesis ini bermanfaat bagi pembaca.

Salatiga, 23 April 2012 Peneliti

(Edio da Costa)

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Daftar Isi

Lembar Pengesahan ............................................................. ii Surat Pernyataan Keaslian Tesis .......................................... iii Kata Pengantar .................................................................... iv Daftar Isi ............................................................................. vi Daftar Tabel ........................................................................ viii Daftar Gambar ..................................................................... ix Daftar Lampiran .................................................................. x Daftar Singkatan .................................................................. xi Abstract ............................................................................... xii Bab I Pendahuluan ......................................................... 1

1.1. Latar Belakang ............................................. 1 1.2. Perumusan Masalah ...................................... 6 1.3. Keaslian Penelitian ....................................... 6 1.4. Tujuan dan Manfaat Penelitian...................... 8 1.5. Batasan Masalah ........................................... 9 1.6. Sistematika Penulisan ................................... 10

Bab II Tinjauan Pustaka .................................................... 11 2.1. Penelitian Terdahulu ..................................... 11 2.2. Service Delivery (SD).................................... 16 2.3. Information Technology Service Management

(ITSM) ........................................................... 19 2.4. IT Governance .............................................. 21 2.5.Information Technology Infrastructtur Library

(ITIL) ............................................................ 24 2.6. Ministerio da Justiça Dili Timor Leste (MJTL) 37

Bab III Metodologi Penelitian ............................................. 39 3.1. Langkah-Langkah Penelitian ......................... 39 3.2. Pengumpulan Data ........................................ 40

3.2.1. Observasi ............................................. 40 3.2.2. Penyebaran Kuesioner .......................... 40 3.2.3. Studi Literatur ...................................... 41 3.2.4. Analisa Informasi ................................. 41

Bab IV Hasil Dan Pembahasan ........................................... 42 4. 1. Divisi Nasional Teknologi Informasi (DNTI) 42

4.1.1. Departemen Sistem dan Server ............. 45 4.1.2. Web Server .......................................... 45

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4.1.3. Sistem Manajemen Terhadap Kasus ..... 46 4.1.4. Departemen Pendukung dan Pelatihan .. 46

4.1.4.1. Dukungan Layanan Teknis Untuk User ............................. 47

4.1.4.2. Layanan Pengelolaan Peralatan Komputer................................ 47

4. 2. Hasil Pernyataan Kuesioner ITIL Versi 3 ..... 48 4.2.1. Hasil Kuesioner Service Strategic (SS) Sub Domain Service Porfolio

Management (SPM) ............................ 48 4.2.2.Hasil Kuesioner Service Strategic (SS)

Sub Domain Demand Management (DM) .................................................. 51

4.2.3.Hasil Kuesioner Service Strategic (SS) Sub Domain Financial Management

(FM) .................................................... 54 4. 3. Hasil Analisis Maturity Level ....................... 57

4.3.1. Analisis Service Strategic (SS) Sub Domain Service Portfolio Management (SPM) ................................................. 57

4.3.2. Analisis Service Strategic (SS) Sub Domain Demand Management (DM) .. 64

4.3.3. Analisis Service Strategic (SS) Sub Domain Financial Management (FM) 70

4. 4. Temuan Terhadap Layanan SI dan di DNTI Kementrian MJTL ....................................... 76

4. 5. Kesesuaian ITIL Versi 3 Domain Service Strategic (SS) di DNTI kementrian MJTL ... 87

Bab V Penutup ................................................................... 89 5. 1. Kesimpulan ................................................... 89 5. 2. Saran ............................................................. 90

Daftar Pustaka ..................................................................... 92 Daftar Lampiran .................................................................. 96

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Daftar Tabel

Tabel 4.1 Hasil Kuesioner Sub Domain Service Portfolio Management (SPM) ........................................... 48

Tabel 4.2 Jumlah Service Element (SE) Sub Domain Service Portfolio Management (SPM) ................ 69

Tabel 4.3 Score Rata-Rata Service Element (SE) Sub Domain Service Portfolio Management (SPM) ... 50

Tabel 4.4 Hasil Kuesioner Sub Domain Demand Management (DM) ............................................. 51

Tabel 4.5 Jumlah Service Element (SE) Sub Domain Demand Management (DM) ............................... 52

Tabel 4.6 Score Rata-Rata Service Element (SE) Sub Domain Demand Management (DM) .................. 53

Tabel 4.7 Hasil Kuesioner Sub Domain Financial Management (FM) ............................................. 54

Tabel 4.8 Jumlah Service Element (SE) Sub Domain Financial Management FM) ............................... 55

Tabel 4.9 Score Rata-Rata Service Element (SE) Sub Domain Financial Management (FM) ................ 56

Tabel 4.10 Analisis Maturity Level Sub Domain Service Portfolio Management (SPM) ............................. 59

Tabel 4.11 Analisis Maturity Level Sub Domain Demand Management (DM) ............................................. 66

Tabel 4.12 Analisis Maturity Level Sub Domain Financial Management (FM) ............................................. 72

Tabel 4.13 Standar ITIL Versi 3 Yang Telah Diimplementasikan Di MJTL ............................. 76

Tabel 4.14 Temuan Yang Perlu Di Perbaiki Di MJTL.......... 85

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Daftar Gambar

Gambar 1.1 Data Pengunaan Kerangka Kerja ITIL Oleh Perusahaan ..................................................... 5

Gambar 2.1 IT Governance Yang Efektif ........................... 23 Gambar 2.2 ITIL Public Framework .................................. 26 Gambar 2.3 Service lifecycle ITIL Versi 3 .......................... 28 Gambar 2.4 Infrastruktur TI Pada Kementrian MJTL ......... 38 Gambar 3.1 Metodologi Penelitian..................................... 39 Gambar 4.1 Maturity Level Sub Domain Service Portfolio

Management (SPM) MJTL ............................. 58 Gambar 4.2 Representasi Hasil Analisis Sub Domain

Service Portfolio Management (SPM) ......... 60 Gambar 4.3 Maturity Level Sub Domain Demand

Management (DM) MJTL ............................. 65 Gambar 4.4 Representasi Hasil Analisis Sub Domain

Demand Management (DM) ........................... 67 Gambar 4.5 Maturity Level Sub Domain Financial

Management (FM) MJTL............................... 71 Gambar 4.6 Representasi Hasil Analisis Sub Domain

Demand Management (FM) .......................... 73

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Daftar Lampiran

Lampiran A Detail Maturity Level Service Element (SE).... 96 Lampiran B Maturity level ITIL versi 3 .............................. 105 Lampiran C Kuesioner Penelitian ...................................... 106 Lampiran D Hasil Rata-Rata Kuesioner Domain ITIL Versi 115

D.1 Hasil Rata-Rata Pernyataan Kuesioner Sub Domain Service Porfolio Management (SPM) .............................. 115

D.2 Hasil Rata-Rata Pernyataan Kuesioner Sub Domain Demand Management (DM) 117

D.3 Hasil Rata-Rata Pernyataan Kuesioner Sub Domain Financial Management (FM)119

Lampiran E Gambaran Umum Organisasi DNTI Kementrian MJTL ............................................................... 122

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Daftar Singkatan

CEO : Chief Executive Officer. CI : Configuration Item. CIO : Chief Information Officer. CMS : Case Management System. DNTI : Devisi Nasional Teknologi Informasi. ISACA : Infomation System Audit and Control Asociation. ITIL : Information Technology Infrastructure Library. ITGI : Information Technology Governance Institute. ITSMF : MJTL : Ministerio da Justiça Timor Leste. OGC : The Office of Government Commerce. OED : Oxford English Dictionary . PDCA : Plan Do Check Act. SD : Service Delivery. SI : Sistem Informasi. SM : Service Management. SLM : Service Level Manajemen. SS : Service Strategic. STI : Sistem Teknologi Informasi. TIK : Teknologi Informasi dan Komonikasi. TI : Teknologi Informasi. UNDP : United Nation Development Program. UKSW : Universitas Kristen Satya Wacana.

Information Technology Service Management Forum.

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Abstract

Service Delivery (SD) is a managerial of the processes that have a primary focus on the user of all IT services, which ensures that IT services can be used according as the function to support the activities in the public institutions. Objects of the study this thesis is on the national division of information technology (NDIT) in Ministry of Justice Timor Leste (MJTL). The sample in this study are 18 respondents consisting of IT Manager, IT Advisor Internacional, International System analyst, sysadmin, database admin, helpdesk, network administrator, front office systems, ICT trainers and administrative asistant. The framework used in this study is the ITIL version 3, the domain Service Strategy (SS) and the sub domain service Portfolio Management (SPM), Demand Management (DM), Financial Management (FM). The purpose of this study was to determine the extent to which the strategic development of IT services that have been implemented in accordance with the strategic plan towards the implementation of IT Governance. The results of this study indicate that significantly the ministry of MJTL has implemented policies and standard operation procedures (SOP) relating to the framework of ITIL version 3, although it is not maximized and extended throughout the unit, it is because lack of human resources, staffing and financial aspects. To fix these problems, especially in NDIT of MJTL need to increase investment budget to human resources (HR) and improve the Information System (IS) and Information Technology (IT) infrastructure that has been implemented.

Keywords: Service Delivery, ITIL versi 3, IT Governance, MJTL, NDTI, Human Resoures, Information System, Information Technology.